Paying the price for not being correctly informed on phone purchase credit loss
wonder95
Enthusiast - Level 2

I have been a Verizon customer for 25+ years, and have normally been treated well, until now. I have a family plan, and 18 months ago, my son bought a new iPhone where he was given a ~$27 credit monthly for 36 months, and he paid $5/month. Under the agreement, and for billing reasons I don't quite understand, he couldn't just pay off the entire amount at once, it having something to do with Verizon recouping their costs on the phone, which was fine. 

However, this summer, I was contacted by Verizon, and they asked if I wanted to change plans to a newer plan that would cost me less, because my old plan was being grandfathered. This sounded good to me, and so I changed. I assumed I had been told everything, but it turns out that was not the case.

On the next bill, instead of my cost going down, it went up. When I called, I was told it was because the $27 credit had dropped off. I was then told that because of the plan change, I had lost that credit for the phone, and now I was having to pay it out of pocket. I explained that I had not been told that when I was contacted about changing plans, and if I had known that, I would not have changed plans. However, all the rep could tell me was that she could do nothing ,and there was no way to escalate the issue, so I was stuck.  The only upside is that before, there was a penalty to paying off the phone early, but with the loss of the credit, that penalty is no longer there.

There is a ~$500 balance, left, so my son is going to pay that off, but the long of the short of it is that we are stuck paying an extra $500 because of a lack of communication from Verizon when I was offered the plan change, and for someone like us, that is nothing to sneeze at. What's worse, there is no way to escalate the issue to someone who could address it.

As a loyal 25+ year customer, I would think I deserve better than that.

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vzw_customer_support
Customer Service Rep

Hello, wonder95, we appreciate your loyalty over the years and I'm sorry to hear your promotion was affected by a plan change. So we can best assist, we will be reaching out via Private Note.

-Lauren

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wonder95
Enthusiast - Level 2

FWIW, I was contacted by Lauren from Verizon, and she took care of my problem and was very friendly.